Automated content transmission system

ABSTRACT

In some implementations, techniques are described for automatically providing service/maintenance-related content to a resident of a property in response to receiving a service request from the resident. Data indicating a service request submitted by a computing device of a user is initially obtained. The service request identifies a property associated with the computing device. Contents of the service request are processed. A service topics indicated by the service request and a request type of the service request are identified based on processing the contents of the service request. Content is selected among a collection of content for the property based on the identified service topic and the identified request type. A communication that includes the communications is provided for output on the computing device.

CROSS-REFERENCE TO RELATED APPLICATION

This application claims the benefit of U.S. Provisional Application No.62/384,024, filed Sep. 6, 2016, which is incorporated by reference inits entirety.

FIELD

The present specification generally relates to property contentdistribution systems, and more specifically to, content distributionssystems for property management software (PMS).

BACKGROUND

In the hospitality industry, a property management system (PMS) is acomprehensive software application that is used to cover some basicobjectives such as coordinating the operational functions of frontoffice, sales and planning etc.

SUMMARY

While modern high-end properties often utilize sophisticated PMS tocoordinate multiple processes related to property leasing,service/maintenance, and payment processing, such software is ofteninapplicable for properties that lack the resources and/orinfrastructure to effectively implement. In addition, PMS systems areoften used reactively to address problems with a property building orthe individual units within the property building (e.g., creation ofservice tickets) rather than proactively to provide residents withuser-specific content or information to reduce potential maintenancecosts.

In addition, a large portion of service requests received by some PMSsystems often relate to routine procedures that can be performed by aresident directly, or are based on a mistaken issue by the resident thatan issue actually exists. Responses to these service requests bymaintenance personnel often impose extraneous costs onto propertyadministrators, and/or increase a time frame for response if the servicerequest is transmitted during off-peak time periods (e.g., during thenight, weekends, etc.).

Accordingly, one innovative aspect of the subject matter describedthroughout this specification relates to a system architecture thatenables a property administrator to obtain service/maintenance-relatedcontent to automatically provide to a resident in response to receivinga service request. For instance, a third party content provider mayinitially distribute property-specific content to a propertyadministrator based on property information, tenant, and/or leasinginformation associated with the corresponding property. The content canthen be aggregated and distributed to residents using various exchangemediums. In this regard, the distributed content may specifically betailored to the service requirements of the property in order tomaximize their potential use by residents. In some instance, rental datacollected by the property administrator (e.g., prior service records,tenant complaints, etc.) may be used by the content provider todetermine the applicable content to distribute to the propertyadministrator.

In one general aspect, a method performed by one or more computers caninclude the operations of: obtaining data indicating a service requestsubmitted by a computing device of a user, the service requestidentifying a property associated with the computing device; processingcontents of the service request; identifying, based on processing thecontents of the service request, (i) a service topic indicated by theservice request, and (ii) a request type of the service request;selecting content from among a collection of content for the propertybased on the identified service topic and the identified request type;and providing, for output to the computing device, a communication thatincludes the selected content.

One or more implementations can include the following optional features.In some implementations, the service request indicates maintenance for aparticular application located within the property, and the contentincludes a tutorial video for performing the maintenance on theparticular device.

In some implementations, the collection of content comprises contentthat is predetermined to be associated with service requests previouslyreceived for the property.

In some implementations, the collection of content includes content thatis predetermined to be associated with service requests previouslyreceived for one or more properties of the same property type as theproperty.

In some implementations, processing the contents of the service requestincludes: identifying terms included within the service request;determining that the identified terms includes one or more termscorresponding to the service topic of the service request; anddetermining that the identified terms includes one or terms thatidentify the request type of the service request.

In some implementations, the one or more terms corresponding to theservice topic of the service request identifies a particular appliancewithin the property; and the one or more terms identifying the requesttype of the service request identify a type of maintenance to beperformed on the articular appliance.

In some implementations, data indicating the service request is receivedthrough property management software that runs on a processing devicefor a property administrator of the property; and the selected contentis selected from among a collection of content stored within theproperty management software.

In some implementations, the communication that includes the selectedcontent is a text message that is provided to the computing device; andthe text message includes a hyperlink to a web location of the content.

In some implementations, data indicating the service request is receivedas a text message on a processing device of a property administrator ofthe property; and the communication that includes the selected contentis a text message that is provided to the computing device.

The details of one or more implementations are set forth in theaccompanying drawings and the description below. Other potentialfeatures and advantages will become apparent from the description, thedrawings, and the claims.

Other implementations of these aspects include corresponding systems,apparatus and computer programs, configured to perform the actions ofthe methods, encoded on computer storage devices.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is an exemplary property management system for automaticallytransmitting content to property administrators.

FIG. 2 illustrates an exemplary process for generating a credential fora property administrator of property management system.

FIG. 3 illustrates examples of user interfaces for a property managementportal.

FIG. 4 illustrates an example of a process for transmitting automatedcontent to a device of a resident.

FIG. 5 illustrates an example of a process for verifying credential dataof a resident to perform an automated unlock function.

FIG. 6 illustrates an example of a process for transmitting automatedcontent for a service request received from a device of a resident.

FIG. 7 illustrates an example of a process for transmitting automatedcontent.

FIG. 8 is a block diagram of computing devices on which the processesdescribed herein, or portions thereof, may be implemented.

In the drawings, like reference numbers represent corresponding partsthroughout.

DETAILED DESCRIPTION

While modern high-end properties often utilize sophisticated PMS tocoordinate multiple processes related to property leasing,service/maintenance, and payment processing, such software is ofteninapplicable for properties that lack the resources and/orinfrastructure to effectively implement. In addition, PMS systems areoften used reactively to address problems with a property building orthe individual units within the property building (e.g., creation ofservice tickets) rather than proactively to provide residents withuser-specific content or information to reduce potential maintenancecosts.

In addition, a large portion of service requests received by some PMSsystems often relate to routine procedures that can be performed by aresident directly, or are based on a mistaken issue by the resident thatan issue actually exists. Responses to these service requests bymaintenance personnel often impose extraneous costs onto propertyadministrators, and/or increase a time frame for response if the servicerequest is transmitted during off-peak time periods (e.g., during thenight, weekends, etc.).

Accordingly, one innovative aspect of the subject matter describedthroughout this specification relates to a system architecture thatenables a property administrator to obtain service/maintenance-relatedcontent to automatically provide to a resident in response to receivinga service request. For instance, a third party content provider mayinitially distribute property-specific content to a propertyadministrator based on property information, tenant, and/or leasinginformation associated with the corresponding property. The content canthen be aggregated and distributed to residents using various exchangemediums. In this regard, the distributed content may specifically betailored to the service requirements of the property in order tomaximize their potential use by residents. In some instance, rental datacollected by the property administrator (e.g., prior service records,tenant complaints, etc.) may be used by the content provider todetermine the applicable content to distribute to the propertyadministrator.

In some implementations, a system enables a content provider to transmita set of associated content to a property management system of aproperty administrator. The associated content may include content thatis predetermined to be useful for residents of the correspondingproperty. For example, the associated content may be determined to berelevant for the property based on property or resident attributesincluded within rental data stored on the property management system(e.g., property information, resident information, leasing information).The associated content may include multimedia that is automaticallyprovided to residents in response to a submitted service request (inorder to enable residents to address simple issues without maintenancestaff), reoccurring reminders to provide payments and/or perform actionsrequired by the property administrator, and/or other data that is usefulfor residents.

Credential data for the various devices associated with the system aregenerated in order to protect sensitive information such as, forexample, resident information, leasing information, or otherproperty-specific information that is reserved from the public. Asdescribed below with respect to FIG. 2, a user credential may beassociated with both a property administrator device, as well as one ormore resident devices associated with each rental unit in order toensure that data transmissions over the network 105 is secure andprotected. The credential data is distinct from a traditionalusername/password combination in that it is associated with anemployment agreement (in the case of a property administrator) or aleasing agreement (in the case of a resident).

As described herein, a “property administrator” refers to an individualor an entity that controls access to a rental property. For example, insome instances, a property administrator may be a property owner thatretains property title to the property to be rented. In other instances,the property administrator may be an authorized agent of the propertyowner that manages and rents the property on behalf of the propertyowner. The property administrator specifies a set of access conditionsthat are associated with the rental of a property. For example, theproperty administrator may specify the cost of rental, time periods ofavailability, or services that are offered along with the propertyrental.

A “user” (or “prospective tenant” or “tenant”) refers to an individualthat requests to rent a property that is made available by the propertyadministrator. The user can submit a rental requests through variousmediums such as sending a direct email to the property administrator,placing a request through a property rental webpage, and/or through anapplication that provides property rental services.

A “content” refers to any form of digital data such as media that isstored on either digital or analog storage in specific formats. Forinstance, digital content may include information that is digitallybroadcast, streamed, or contained in computer-readable files. Examplesof content described throughout may include video, software, audioimages. The content may be free to view or experience as available onthe Internet, or paid for by a consumer to a content provide.

A “property” refers to a building or a dwelling a portion of which, or awhole part of, is made available for rent by a property administrator.Examples of property may include houses, apartment building complexes,or other fixtures that may be subdivided. A property can also be eitherresidential or commercial as described throughout.

FIG. 1 is an exemplary property management system 100 for automaticallytransmitting content to property administrators of a particularproperty. The system 100 generally includes an application server 110, aproperty management system 120, and resident devices 130 that exchangecommunications over a network 105. The application server 112 mayfurther include a database 112 for storing automated content for avariety of properties, and the property management system 120 mayfurther include a database 122 that stores rental data for a particularproperty.

In more detail, the network 105 can be configured to enable exchange ofelectronic communications between devices connected to the network 105.For example, the network 105 may be configured to enable exchange ofelectronic communications between the application server 110, theproperty management system 120, and the resident devices 130.

The network 105 may include, for example, one or more of the Internet,Wide Area Networks (WANs), Local Area Networks (LANs), analog or digitalwired and wireless telephone networks (e.g., a public switched telephonenetwork (PSTN), Integrated Services Digital Network (ISDN), a cellularnetwork, and Digital Subscriber Line (DSL)), radio, television, cable,satellite, or any other delivery or tunneling mechanism for carryingdata. The network 105 may include multiple networks or subnetworks, eachof which may include, for example, a wired or wireless data pathway.

The network 105 may also include a circuit-switched network, apacket-switched data network, or any other network able to carryelectronic communications (e.g., data or voice communications). Forexample, the network 105 may include networks based on the Internetprotocol (IP), asynchronous transfer mode (ATM), the PSTN,packet-switched networks based on IP, X.25, or Frame Relay, or othercomparable technologies and may support voice using, for example, VoIP,or other comparable protocols used for voice communications. The network105 may include one or more networks that include wireless data channelsand wireless voice channels. The network 105 may be a wireless network,a broadband network, or a combination of networks including a wirelessnetwork and a broadband network.

The application server 110 may be an electronic computing device (e.g.,a remote server) that is monitored and operated by an organization orinstitution that generates a variety of content that is applicable forproperty administrators to distribute to occupants. For instance, theorganization may be a content provider that generates content related topreventative property maintenance. The content may include how-totutorials, videos, or blogposts for occupants to receive from theproperty management system 120. In other instances, the organization maybe a content aggregator that obtains applicable content from a varietyof content sources and then re-packages the content and distributes tovarious property management systems 120 of different properties.

The application server 110 may further coordinate and administer thebackend processes that are involved in automatically transmittingcontent to the property management system 120. For instance, theapplication server 110 may initiate processes to enroll propertyadministrators of a particular property, maintain reoccurring contenttransmission schemes over reoccurring periods of time, or operatesecurity protocols to protect resident information of occupants ofproperties.

The property management system 120 may be a network of electroniccomputing devices that includes devices of property administrators of aparticular property. For instance, the property management system 120may include devices used by leasing agents, building security personnel,building maintenance personnel, concierge, among other types ofindividuals that are associated with property management staff.

The property management system 120 also includes the database 122 forstoring rental data associated with a particular property. For instance,the rental data may include property information such as address and/orlandlord information, size of property, amenities/utilities offered tooccupants, number of apartment units, property insurance information,current management company, appliances, among other types of pertinentproperty information. The rental data may also include occupantinformation such as demographic and contact information associated witheach occupant that has rented a unit within the property associated withthe property management system 120. In some implementations, theresident information may be de-identified and/or encrypted with anapplicable security feature in order to protect the privacy of theoccupants. The rental data further includes leasing information thatspecifies periods of occupancy of particular rental units, expectedand/or anticipated departures associated with when occupants areexpected to vacate, and/or any standard policies of the propertyadministrators that are included in each rental agreement for a unitwithin the property.

The resident devices 130 may be personal electronic computing devices ofoccupants within units of the particular property associated with theproperty management system 120. For instance, the resident devices 130may be one or more of a smartphone, a tablet computing device, a laptopcomputing device, a desktop computing device, a smart wearable device,and/or any device capable of operating an application.

The resident devices 130 exchange communications with the propertymanagement system 120 to transmit requests related to propertymaintenance or service, and/or receive content that is predetermined tobe responsive to the submitted to the requests. For instance, describedmore particularly with respect to FIGS. 4 and 5, in some instances, theproperty management system 120 may automatically process a receivedrequest from one of the resident devices 130, identify content fromamong the content received from the application server 110 that is mostapplicable to the received request, and automatically transmit theidentified content to the particular resident device.

The resident device 130 may include an application that enables anoccupant to receive property-related updates from the propertymanagement system 120, automated payment reminders for reoccurringpayments (e.g., monthly rent payments, utility payments, etc.), providecontinuous and ongoing analyses related to property management,emergency notices associated with either a particular unit or the entireproperty, and/or content that is determined to be responsive to arequest transmitted by the resident.

The application on the resident device 130 may be configured to operatebased on specifications provided by the property administrators of theproperty management system 120. Property administrators may enable ordisable certain features provided for use on the application based onthe rental data stored in the database 122. For example, propertyadministrators may customize particular features based on the attributesof the property, or customize particular features for each residentbased on the resident information or the leasing information associatedwith each resident. In this regard, the features of the application onthe resident device 130 may be administered by the property managementsystem 120 to the resident devices 130 such that the applicationprovides unit-specific features that are uniquely applicable for thecorresponding residents of a particular unit.

FIG. 2 illustrates an example of a process 200 for generating acredential for a property administrator of property management system.Briefly, the process 200 may include receiving rental data from a deviceassociated with a property (210), identifying attributes associated withthe property (220), generating custom content for the property based onthe identified attributes (230), generating credential data for a deviceof a property administrator of the property (240), and transmitting thecredential data and the custom content to the device of the propertyadministrator of the property (250).

In more detail, the process 200 may include receiving rental data from adevice of a property (210). For instance, the application server 110 mayreceive rental data 122 from the property management system 120. Therental data 122 may include, for example, a request to enroll into aprogram that provides the property management system 120 with a set ofcontent to distribute to residents of the property where the propertymanagement system 120 is located. In addition, the request may alsoinclude property-specific information such as property attributes,resident information, or leasing information.

The process 200 may include identifying attributes associated with theproperty (220). For instance, after receiving the rental data from theproperty management system 120, the application server 110 maycategorize the property based on the size of the property (e.g., numberof units, number of occupants, percentage occupancy, etc.), demographicinformation of the residents (e.g., age distribution, average householdsize), or other attributes that indicate likely preferences associatedwith the residents. The attributes may further reflect determinations bythe application server 110 relating to the property where the propertyis located, which are then used to determine the applicable content todistribute.

The process 200 may include generating custom content for the propertybased on the identified attributes (230). For instance, the applicationserver 110 may identify content is likely to be applicable to aparticular portion of the resident population at a property where theproperty management system 120 is located. For example, if the rentaldata indicates that a resident population has a large portion of elderlyindividuals, then the generated custom content may include easilyaccessible tutorial videos that instruct residents with limitedexperience to operate common household appliances. In another example,if the rental data indicates that certain appliances are problematicwithin the property (e.g., a higher prevalence of service ticketsassociated with a particular appliance), then the generated customcontent may include a greater portion of content that is associated withthe particular appliance.

The generated content may further include variety of different types ofcontent that are determined to address predicted processes associatedwith the property. For example, the generated content may includedifferent types of multimedia (e.g., video, audio, pictures, etc.)related to preventative maintenance, automated responses to be providedto certain types of service requests, among other types of content.

The process 200 may include generating credential data for a device of aproperty administrator of the property (240). For instance, theapplication server 110 may generate a user credential for a propertyadministrator associated with a property management system. The usercredential can be used to verify the identity of a propertyadministrator in order to protect the privacy of privileged informationincluded within the rental data 122. For example, the credential datamay include an employee ID associated with the property administrator,employment information for the property administrator, and other typesof employment information.

The process 200 may include transmitting the credential data and thecustom content to the device of the property administrator of theproperty (250). For instance, the application server 110 may transmitthe generated credential data and the custom content to a deviceincluded within the property management system 120 of the property.

FIG. 3 illustrates examples of user interfaces 310-340 for a propertymanagement portal of an application. The property management portal maybe used by a property administrator to coordinate various processesrelated to apartment rental within a property. Briefly, the interface310 depicts an interface for viewing and managing account informationassociated with a tenant, the interface 320 depicts an interface forviewing previously submitted service requests and/or other relatedcontent associated with the service requests, the interface 330 depictsan interface for viewing payment information and/or transmittingautomatic payment reminders, and the interface 340 depicts a messagingplatform to transmit messages to one or more residents.

Referring initially to interface 310, a property administrator may usethe property management portal to view both account information for theentire property and/or resident-specific information. In the exampledepicted in FIG. 3, the interface 310 displays resident information,leasing information, and/or other account information. For instance, theinterface 310 indicates that three devices have been associated with theapplication, which correspond to two user credentials that have beendistributed and associated with the unit 340. In this example, the twouser credentials may be distributed to two individuals that areidentified on a leasing agreement for the unit 340 (e.g., two marriedadults) and a dependent resident that is a child that lacks theprivileges of an authorized user. In this regard, the system 100 iscapable of tracking information associated with individual devicesassociated with a particular rental unit in order to provide a differentset of privileges based on the status associated with a user (e.g.,authorized resident that is a signatory of the lease agreement,long-term guest not a signatory, short-term guest, etc.).

Referring now to interface 320, a property administrator may be able toview a service request history that indicates a date for the request, aservice category designed to the request, and a present statusassociated with the service request. In addition, the propertyadministrator may view service request histories for the entire building(e.g., based on different categories of requests submitted), or servicerequests for a particular rental unit. The interface 320 also provides alist of available content that is determined to be associated with thespecific types of service requests that are submitted by residents.

In the example depicted in FIG. 3, a how-to video may be associated witha simple service request that is capable of being addressed by aresident in the absence of or unavailability of maintenance personnel(e.g., a clogged toilet, turning off an emergency alarm, resetting anelectrical fuse, etc.). Another example may include a text tutorial thatprovides a resident with a step-by-step guide on how to address aparticular issue if the user wishes to not wait for maintenance staff.In yet another example, the content can also include re-occurringupdates that are provided to residents informing them to regularlyperform preventative maintenance and/or identify potential issues thatmay become more significant in the future. Examples of these types ofservice requests can include checking the heating/cooling system,checking and/or replacing components that may be likely to bedeteriorating, etc.

Referring now to interface 330, a property administrator may view andmanage payments submitted by residents. For instance, the interface 330may show payment histories that indicate dates of payment and paymenttechniques. The interface 330 also enables a property administrator toconfigure automatic reminders to be sent to residents of the property.In the examples depicted in FIG. 3, the interface 330 specifiesdifferent types of reminders for monthly rent payments, reoccurringutility bills, and water bill. In addition, the property administratormay specify different notification techniques for different types ofreminders. For example, automatic payment reminders for rent may beconfigured to be sent as SMS messages sent directly to all authorizeduser devices associated with a property whereas automatic paymentreminders for utility bills may be configured to be sent only as emails.

Referring now to interface 340, a property administrator may use amessaging interface to exchange communications with residents using theapplication. The interface 340 may show received messages fromresidents, indicate messages that have been read and/or provide optionsto provide automated response messages. For instance, as described moreparticularly with respect to FIGS. 4 and 5, automatic responses mayinclude content that is predetermined to be associated and/or responsiveto a particular request transmitted by a resident. In such an instance,the property administrator may preconfigured a set of automated responsemessages on the interface 340 that are then transmitted automaticallywhen the system 100 identifies and determines that a particular requestrelates to set of messages that are identified as triggers for automatedmessage transmission. As an example, the property administrator mayspecify an automated message that provides a resident with step-by-stepwritten tutorials for each appliances included in a property in responseto receiving any messages that include appliance inquiries.

FIG. 4 illustrates an example of a process 400 for transmittingautomated content to a device of a resident. Briefly, the process 400may include receiving a service request including property-specificinformation from a resident device (410), processing data includedwithin the received service request to identify a predetermine contenttopic (420), identifying associated content to provide in response tothe received service request (430), and automatically transmitting theassociated content to the resident device (440).

In general, FIG. 4 provides an exemplary use case of the system 100 inwhich a resident may automatically receive content in response to asubmitted service request. The content may be selected from a list ofavailable content for a property that is distributed to the propertymanagement system 120 from a application server 110. As described inmore detail below, the content is determined by the property managementsystem 120 to be associated and/or responsive to the service topicassociated with the submitted service request. In this regard, thesystem 100 enables the automatic identification and selection of contentto provide real-time assistance to a resident when maintenance personnelare unavailable. This can potentially be used to assist residents toperform tasks that address the service issue and/or provide informationto perform or prevent further action to limit any potential propertydamages until maintenance personnel become available to assist the user.

In more detail, the process 400 may include receiving a service requestincluding property-specific information from a resident device (410).For instance, the property management system 120 may receive a servicerequest 412 from the resident device 130 that includes information for aservice issue related to a rental unit within the property associatedwith the property management system 120. Such information may include abrief description of the issue and/or attachments that include contentassociated with the service request. As an example, a user may capture apicture or a video associated with the image and include the capturedcontent into the service request 412. In the example depicted in thefigure, a resident sends a service request related to a clogged toilet,along with a picture of the toilet within the property unit.

The process 400 may include processing data included within the receivedservice request to identify a predetermine content topic (420). Forinstance, the property management system 120 may use various processingtechniques to identify a predetermined content topic and/or servicecategory associated with the received service request 412. In theexample depicted in FIG. 4, the property management system 120 may usenatural language processing techniques to identify terms included withinthe description of the service issue and identify corresponding servicetopics 422 associated with the identified terms. For example, theproperty management system identifies the terms “toilet,” “flush,” and“overflowing,” each of which are commonly and collectively associatedwith plumbing issues within a rental unit. In this example, the propertymanagement system may identify plumbing as the predetermined servicetopic that is implicated with the received service request 412.

In some implementations, the property management system 120 may usehistorical data processing and analysis techniques to identify apredetermined service topic associated with the received service request412. For instance, in response to receiving the service request 412, theproperty management system 120 may obtain historical user data thatincludes, for example, prior service requests submitted by the residentassociated with the received service request 412, property-specificinformation (e.g., manufacturer information associated with the impactedappliance, list of other appliances installed within the property),among other types of resident-specific and/or property-specificinformation. The property management system 120 may use statisticaltechniques to identify trends within the historical data that indicatesan increased likelihood for the resident to provide a particular type ofrequest. For example, if a particular resident submits a significantlyhigh number of service requests related to the HVAC system of a rentalunit, then the property management system 120 may augment the processingtechniques used to identify a predetermined service topic 422 such thatthe likelihood of selecting a predetermined service topic from among thelist of topics 422 is increased for previously identified topics.

The process 400 may include identifying associated content to provide inresponse to the received service request (430). For instance, afteridentifying and selecting a predetermined topic 432 (e.g., plumbing inthe figure) associated with the received service request 412, theproperty management system 120 may then identify available content 434that was previously distributed from the application server 434. Asdescribed herein within respect to FIG. 1, the available content 434 mayinclude different types of digital content that provide residents withuseful information to obtain information related to a service request inthe absence of maintenance staff being available to resolve the servicerequest. Examples of available content may include how-to videos, texttutorials and/or reoccurring media content that is distributed to assista resident perform preventative measures.

In the example depicted in the figure, the processing techniquesperformed within step 420 may be combined with the selection of thepredetermined service topic 432 in order to filter a list of availablecontent 434 that is associated with the predetermined service topic 432,and select a particular piece of available content from among the listof available content 434 that is most likely to be responsive to theservice request 412. For example, a how-to video related to uncloggingtoilet may be selected by the property management system 120 based onthe similarity of terms included within the service request (e.g.,“toilet,” “clogging”) and a set of keywords associated with thekeywords. In this regard, the property management system 120 capable ofautomatically identifying, filtering, and selecting a particular pieceof content that is likely to be responsive to the resident's submittedservice request.

The process 400 may include automatically transmitting the associatedcontent to the resident device (440). For instance, an interface 442 maybe automatically presented on the user device 130 that submitted theservice request 412. As depicted in the figure, the interface 442 mayidentify include identifying information associated with the submittedservice request (e.g., request ID) and the content selected by theproperty management system 120 in response to receiving the submittedservice request 412.

FIG. 5 illustrates an example of a process 500 for verifying credentialdata associated with a resident to perform an automated unlock function.Briefly, the process 500 may include receiving a request includingresident credential data from a resident device (510), obtaining storedrental data associated with a unit associated with the resident device(520), verifying the resident credential data included within thereceived request (530), and transmitting a particular action to beperformed at or near the property (540).

In general, FIG. 5 provides an exemplary implementation of the system100 in which a property management system 120 provides automated accessto an authorized resident in response to a lock-out request. In thisexample, user credential data generated for the resident, as describedpreviously with respect to FIG. 2, may be used to determine if theresident submitting the lock-out request is an authorized resident thatis associated with the rental unit. Generated credential data of aresident device 130 may therefore be used to provide specific accessfeatures to residents while limiting potential security concerns.

In more detail, the process 500 may include receiving a requestincluding resident credential data from a resident device (510). Forinstance, the property management system 120 may receive a lock-outrequest 512 that includes resident information, a event description, anda submitted user credential associated with the resident device 130. Asdescribed previously with respect to FIG. 2, the credential data mayinitially be generated for the resident by associating deviceinformation and leasing information for the resident's rental unit. Inthis regard, the credential data for a resident specifies informationfor the user device 130 as well as associated with a physical locationaddress indicated by the resident's leasing agreement.

The process 500 may include obtaining stored rental data associated witha unit associated with the resident device (520). For instance, theproperty management system 120 may obtain rental data 122 stored on adatabase associated with a property where the property management system120 is located. The obtained rental data 522 may specify registereddevices, leasing information, resident information, and propertyinformation as described previously with respect to FIGS. 1-2. Therental data 122 may further include a stored generated credential datathat is used as a reference credential to compare against the submitteduser credential within the lock-out request 512 during a credentialverification operation.

The process 500 may include verifying the resident credential dataincluded within the received request (530). For instance, the propertymanagement system 120 my compare the submitted credential data 532included in the received lock-out request 512 against a stored residentprofile 534 that specifies leasing information and resident information.The submitted credential data 532 may include, for example,resident-specific information (e.g., legal name, financial information,etc.), phone number, a hardware identifier associated with the devicethat sends the lock-out request 512, or a dedicated username/passwordcombination submission.

In some implementations, the property management system 120 may storemultiple authorized devices associated with a single apartment rentalunit. For instance, each authorized device may be associated with adifferent residents of a unit, and include a set of privilegesassociated with each resident device. In this regard, the system 100provides a mean to create different levels of user access levelscorresponding to different types of residents (e.g., residentsidentified on the lease agreement, under-aged dependents, long-termguests, short-term guests, etc.). In such implementations, automaticlock-out may be a feature that is restricted to authorized users. Thus,during the verification operation, if the property management system 120determines that the submitted credential includes insufficient accessprivileges, the property management system 120 may prevent the residentdevice from automatically unlocking the rental unit.

The process 500 may include transmitting a particular action to beperformed at or near the property (540). For instance, after performinga verification operation on the submitted credential data 532 within thereceived lock-out request 512, the management property system 120 maytransmit a signal to perform an action at or near the correspondingproperty specified in the lock-out request 512. In some examples, theaction may include transmitting an instruction to automatically unlockan electronic lock on the front door of the property, as depicted in theinterface 542 on the resident portal, if the submitted user credentialhas been verified. Alternatively, in other examples, the action mayinstead include transmitting a notification to the resident device 130informing the user to contact a building manager, as depicted in theinterface 544 on the resident portal, if the submitted user credentialhas not been verified. In this regard, the verification of the submitteduser credential 532 may be used to differentially and selectivelyprovide access to a property only to authorized users.

FIG. 6 illustrates an example of a system 600 that is capable ofautomatically transmitting content in response to receiving a servicerequest from a resident. In the example depicted, the content providedby the system 600 relates to the example depicted in FIG. 4 Anddiscussed above. In other examples, the system 600 can be capable oftransmitting content for other scenarios, such as the example depictedin FIG. 5.

In general, the example depicted in FIG. 6 illustrates the techniquesthat can be used by the system 600 to automatically provide content to aresident that submits a service request. In this context, “automatic”refers to techniques that can be performed with minimal or no input by auser. For example, the techniques illustrated in FIG. 6 can be performedby the system 600 without requiring input from a property administrator.In this regard, the system 600 is capable of automating the servicerequest response protocol used by a property administrator (or aproperty management company) during times when a service request isreceived, for example, in the middle of the night, during weekends, orother times when management or maintenance personnel may be unavailable.

The system 600 includes a computing device 610 and a server system 620that exchange communications over a network such as the network 105. Theserver system 620 access a content repository 622, which stores acollection of content 624. In some implementations, the components ofthe system 600 can correspond to components of the system 100 depictedin FIG. 1. For example, the computing device 610 can represent one ofthe resident devices 130, and the server system 620 be one of theproperty management system 120 or the application server 110. In suchimplementations, the components of the system 100 discussed above arecapable of performing the operations discussed below in reference toFIG. 6.

The collection of content 624 can include content that is predeterminedto be associated with one or more properties being monitored by theserver system 610. In some implementations, the collection 624 includescontent that is predetermined to be associated with the property inwhich the client device 610 is located. In such implementations,customized content can be included in the collection 624 based onservice requests previously received at the property. For example,collection can include a greater portion of content related to kitchenmaintenance if, for instance, sixty percent of service requestssubmitted by tenants of the property relate to kitchen appliances.

In other implementations, the collection 624 includes content that ispredetermined to be associated with multiple properties. In suchimplementations, content can be customized within the collection 624based on property attributes. For example, the collection 624 caninclude content that is predetermined to be associated with propertiesthat are located within a particular geographic location, e.g., amunicipality, a city, a state, etc. In another example, the collection624 can include content that is predetermined to be associated with aspecify property type, e.g., an apartment building, a single familyhouse, a multi-family house, etc. In such implementations, the system600 can use a variety of clustering techniques to classify and indexcontent within the collection 624 according to a set of known propertyattributes, e.g., rental/listing price, total occupancy, property age,number of renovations performed, etc.

The content included within the collection 624 can include various typesof content. The content can be of different formats, e.g., videos, text,audio, etc., as well as different types of topics. In someimplementations, the stored content can be further classified between,for example, preventative content, e.g., content that assists residentsbefore property maintenance is needed, and restorative content, e.g.,content that assists a resident to perform maintenance. The content canalso associated with different service and/or service topics. The topicscan be specified by the appliance corresponding to the content such asrefrigerator thermostat, electrical panel, cabinet knob, etc.Alternatively, topics can additionally, or alternatively, be specifiedby category of maintenance to be performed, e.g., carpentry, cleaning,common, electrical, exterior, extermination, HVAC, etc. In someimplementations, the collection 624 can include multiple classificationsand sub-classifications that are used by the system 600 to automaticallyidentify content that is relevant to a received service request asdiscussed below.

The server system 620 can be any type of server that is capable ofreceiving a service request, processing the contents of the servicerequest, identifying content that is responsive or otherwise relevant tothe received service request, and transmitting the identified content tothe client device 610. In some implementations, the server system 620 isa computing device that is used by a property administrator (or aproperty management company) to manage incoming service requestssubmitted by users. In such implementations, the server system 620 canrun dedicated PMS that catalogs incoming service requests associatedwith one or multiple properties. In some instances of theseimplementations, the PMS can be adjusted to include modules, plug-ins,or other software-based capabilities to performed the techniquesdiscussed throughout. For example, a commercial off-the-shelf (COTS) PMScan be adjusted and/or customized to include a plug-in that enables thePMS to monitor incoming service requests, access and/or filter thecontent repository 622 to select stored content, and transmit theselected content to the client device 610. In this example, the plug-inmay be capable of importing data stored within the PMS, e.g., contactinformation for residents, cataloged service requests, etc. to configureand/or adjust the performance of operations discussed throughout.

Alternatively, in other implementations, the server system 620 is adedicated web server that provides a property administrator with accessto, for example, a web-based portal on which he/she can performdifferent property management operations. In these implementations, thetechniques depicted in FIG. 6 can be performed by both computing devicesthat does not run a dedicated PMS for managing one or more properties. Aproperty administrator, in such implementations, can use the web-basedportal to upload content to be stored within the content repository 622,add and/or edit contact information for residents of a managed property,setup reporting and/or response options for received service requests,among others.

Referring now to the example depicted in FIG. 6, the automated contenttransmission technique proceeds according to the following steps. Atstep (1), the resident of a property uses the computing device 610 totransmit a service request 602. As discussed above with respect to FIG.5, the service request 602 identifies a reported issue with a resident'stoilet not properly flushing. The service request 602 includes textfields that include text input provided by the resident through theclient device 610 when submitting the request.

At step (2), the server system 620 processes the contents of the servicerequest 602, such as text fields 604A and 604B. As discussed above, theserver system 620 can use a combination of natural language processing,optical character recognition, semantic analysis, image recognitionand/or classification, among others, to determine identifying attributesof the service request 602.

In the example depicted in FIG. 6, the server system 620 identifies aservice topic 606 and a request type 608 for the service request 602based on processing the text fields 604A and 604B. In this example, theserver system 620 determines that service topic is “PLUMBING” based onthe occurrence of terms such as “TOILET,” “FLUSH,” “WATER,” and“BATHROOM” within the text field 604A. The server system 620 alsodetermines that the request type is “MAINTENANCE” based on theoccurrence of the phrase “TOILET CLOGGED” within the text field 604B.These determinations can be based automatically based on using, forexample, a term association dictionary that maps a set of specifiedterms with designated service topics and request types. In otherimplementations, such determinations can be based on selections made bythe resident when submitting the service request. In some otherimplementations, the determinations can be made to verify that theresident has correctly identified the service topic and/or the requesttype of the service request 602.

At step (3), the server system 620 uses the service topic 606 andrequest type 608 to select content 614 from among the collection 624stored within the content repository 622. For example, the server system620 can use the service topic 606 and the request type 608 as indexes tofilter the content repository 622 to identify a collection of relevantcontent. In some implementations, the server system 620 may use otherexternal data to select the content 614. The server system 620 may useuser preferences associated with the resident that was submitted duringa registration process to select from among multiple pieces of relevantcontent. As an example, if the server system 620 identifies analogouscontent in different formats, e.g., text, video, audio, the serversystem 620 can select from among the analogous content based ondetermining the appropriate format that is most likely to assist theresident. To illustrate, if the resident is an elderly individual, theserver system 620 may select video content that is more instructive tothe resident. Alternatively, if the resident is a younger individual,the server system 620 may select textual content.

At step (4), the server system 620 provides a communication 616 thatincludes the selected content 614 for output to the computing device610. The server system 620 can provide the communication can be providedin different formats. Examples of communications can include a textmessage, an email, an application notification, an operating systemnotification, an automated telephone call, among others. In someimplementations, the type of communication provided to the computingdevice 610 can be based on the type of content to be provided to thecomputing device 610. For example, a telephone call can be provided tothe computing device 610 if the selected content is an audio file. Inanother example, an email can be provided to the computing device 610 ifthe selected content is text of an article, or a uniform resource link(URL) hyperlink to a video that is access on the Internet.

The server system 620 can generate the communication based on variousfactors and settings. In some implementations, the communication isgenerated based a device type of the computing device 610. For example,if the service request 602 is received from a mobile device, thecommunication may be a text message sent to a telephone number of themobile device. As another example, if the service request 602 isreceived from a laptop computing device and/or a desktop computingdevice, the communication may be an email. In other implementations, thecommunication, notification and/or reporting settings of the PMS, theproperty administrator, and/or the resident of the computing device 610.For example, if the PMS of the property administrator is configured toprovide certain types of reports and/or notifications to residentdevices, the server system 620 can generate the communication inaccordance with the settings of the PMS. In another example, if theresident has indicated a preference for a certain type of communication,e.g., text-based notifications, then the server system 620 generates thecommunication to accommodate the user preference.

Although FIG. 6 illustrates the transmission of content to the computingdevice 620 in response to receiving the service request 602, in someimplementations, the server system 620 can proactively transmit contentindependently of receiving the service request 602. For example, asdiscussed above, the server system 620 can periodically transmit contentfor preventative maintenance in order to help residents understandactions that can be performed to prevent device malfunctions within theproperty.

FIG. 7 illustrates an example of a process 700 for transmittingautomated content. The process 700 can include the operations ofobtaining data indicating a service request for a property (710),processing contents of the service request (720), identifying a servicetopic and a request type of the service request (730), selecting contentfrom among a collection of content for the property (740), and providinga communication that includes the selected content for output (750).

In general, the process 700 is described in reference to system 600,although other systems, such as the system 100, can be configured toperform the process 700. In one example, the process 700 can beperformed in response to receiving the service request 602. In anotherexample, the process 700 can be performed independently of receiving aservice request.

In detail, the process 700 can include the operation of obtaining dataindicating a service request for a property (710). For example, theserver system 620 may obtain data indicating the service request 602.The service request 602 can be submitting by the computing device 610 ofa user such as a resident of a property. The service request 602 canidentify a property associated with the computing device 602. Theservice request 602 can also include text fields that identify one ormore issued being experienced by the user.

The process 700 include the operation of processing contents of theservice request (720). For example, the server system 620 can processthe contents of the service request 602. As depicted above, the serversystem 620 can use a combination of techniques such as natural languageprocessing, optical character recognition, image recognition, imageclassification, semantic analysis, among others.

The process 700 include the operation of identifying a service topic anda request type of the service request (730). For example, the serversystem 620 can identify the service topic 606 indicated by the servicerequest 602 and the request type 608 of the service request 606. Theservice topic 606 and the request type 608 can be identified based onprocessing the contents of the service request 602. For instance, asdepicted in FIG. 6, the server system 620 can identify the service topic606 based on identifying the occurrence of terms included within thetext field 604A. The server system 620 can identify the request type 608based on identifying the occurrence of terms included within the textfield 604B.

The process 700 include the operation of selecting content from among acollection of content for the property (740). For example, the serversystem 620 can select content from among the collection of content 624for the property. The selection can be based on the identified servicetopic 606 and the identified request type 608. As discussed above, theselected content 614 can include different file formats and can becustomized based on the property, the resident, or both.

The process 700 include the operation of providing a communication thatincludes the selected content for output (750). For example, the serversystem 620 provides the communication 616 that includes the selectedcontent 614 for output to the computing device 610. In someimplementations, the communication 616 is a text message that isprovided to the computing device 610 and includes the selected content614. In such implementations, the text message can include a hyperlinkto a web location of the selected content 614.

In some implementations, the service request 602 indicates maintenancefor a particular appliance located within the property. In suchimplementations, the content includes a tutorial video for performingthe maintenance on the particular appliance. For example, as depicted inthe example shown in FIG. 6, the service request 602 indicatesmaintenance for a toilet, and the selected content 614 include atutorial video for unclogging the toilet.

In some implementations, the collection of content 624 from whichcontent is selected from includes content that is predetermined to beassociated with service requests previously received for the property.As discussed above, the collection 624 can include content based on themost frequently received service requests. For example, if a majority ofservice requests for the property relate to electrical maintenance, thenthe collection of content 624 can be configured to include a greaterportion of content that is associated with electrical maintenance. Inother implementations, the collection of content 624 includes contentthat is predetermine to be associated with other properties that areclassified as being the property type of the property of the servicerequest 602.

In some implementations, the service request 602 is received by theserver system 620 through PMS used by a property administrator (or aproperty management company). In such implementations, the PMS can runon an associated server system, or alternatively, on a computing devicethat run the PMS. The selected content 614 can then be selected fromamong the collection 624 that is stored within the PMS.

FIG. 8 illustrates a schematic diagram of a computer system 800 that canbe applied to any of the computer-implemented methods and othertechniques described herein. The system 800 can be used to carry out theoperations described in association with any of the computer-implementedmethods described previously, according to some implementations. In someimplementations, computing systems and devices and the functionaloperations described in this specification can be implemented in digitalelectronic circuitry, in tangibly-embodied computer software orfirmware, in computer hardware, including the structures disclosed inthis specification (e.g., system 800) and their structural equivalents,or in combinations of one or more of them. The system 800 is intended toinclude various forms of digital computers, such as laptops, desktops,workstations, personal digital assistants, servers, blade servers,mainframes, and other appropriate computers, including vehiclesinstalled on base units or pod units of modular vehicles. The system 800can also include mobile devices, such as personal digital assistants,cellular telephones, smartphones, and other similar computing devices.Additionally, the system can include portable storage media, such as,Universal Serial Bus (USB) flash drives. For example, the USB flashdrives may store operating systems and other applications. The USB flashdrives can include input/output components, such as a wirelesstransmitter or USB connector that can be inserted into a USB port ofanother computing device.

The system 800 includes a processor 810, a memory 820, a storage device830, and an input/output device 840. Each of the components 810, 820,830, and 840 are interconnected using a system bus 850. The processor810 is capable of processing instructions for execution within thesystem 800. The processor can be designed using any of a number ofarchitectures. For example, the processor 810 can be a CISC (ComplexInstruction Set Computers) processor, a RISC (Reduced Instruction SetComputer) processor, or a MISC (Minimal Instruction Set Computer)processor.

In one implementation, the processor 810 is a single-threaded processor.In another implementation, the processor 810 is a multi-threadedprocessor. The processor 810 is capable of processing instructionsstored in the memory 820 or on the storage device 830 to displaygraphical information for a user interface on the input/output device840.

The memory 820 stores information within the system 800. In oneimplementation, the memory 820 is a computer-readable medium. In oneimplementation, the memory 820 is a volatile memory unit. In anotherimplementation, the memory 820 is a non-volatile memory unit.

The storage device 830 is capable of providing mass storage for thesystem 800. In one implementation, the storage device 830 is acomputer-readable medium. In various different implementations, thestorage device 830 can be a floppy disk device, a hard disk device, anoptical disk device, or a tape device.

The input/output device 840 provides input/output operations for thesystem 800. In one implementation, the input/output device 840 includesa keyboard and/or pointing device. In another implementation, theinput/output device 840 includes a display unit for displaying graphicaluser interfaces.

Various implementations of the systems and methods described here can berealized in digital electronic circuitry, integrated circuitry,specially designed ASICs (application specific integrated circuits),computer hardware, firmware, software, and/or combinations of suchimplementations. These various implementations can includeimplementation in one or more computer programs that are executableand/or interpretable on a programmable system including at least oneprogrammable processor, which may be special or general purpose, coupledto receive data and instructions from, and to transmit data andinstructions to, a storage system, at least one input device, and atleast one output device.

These computer programs (also known as programs, software, softwareapplications or code) include machine instructions for a programmableprocessor, and can be implemented in a high-level procedural and/orobject-oriented programming language, and/or in assembly/machinelanguage. As used herein, the terms “machine-readable medium”“computer-readable medium” refers to any computer program product,apparatus and/or device, e.g., magnetic discs, optical disks, memory,Programmable Logic Devices (PLDs), used to provide machine instructionsand/or data to a programmable processor, including a machine-readablemedium that receives machine instructions as a machine-readable signal.The term “machine-readable signal” refers to any signal used to providemachine instructions and/or data to a programmable processor.

To provide for interaction with a user, the systems and techniquesdescribed here can be implemented on a computer having a display device,e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitorfor displaying information to the user and a keyboard and a pointingdevice, e.g., a mouse or a trackball by which the user can provide inputto the computer. Other kinds of devices can be used to provide forinteraction with a user as well; for example, feedback provided to theuser can be any form of sensory feedback, e.g., visual feedback,auditory feedback, or tactile feedback; and input from the user can bereceived in any form, including acoustic, speech, or tactile input.

The systems and techniques described here can be implemented in acomputing system that includes a back end component, e.g., as a dataserver, or that includes a middleware component, e.g., an applicationserver, or that includes a front end component, e.g., a client computerhaving a graphical user interface or a Web browser through which a usercan interact with an implementation of the systems and techniquesdescribed here, or any combination of such back end, middleware, orfront end components. The components of the system can be interconnectedby any form or medium of digital data communication, e.g., acommunication network. Examples of communication networks include alocal area network (“LAN”), a wide area network (“WAN”), and theInternet.

The computing system can include clients and servers. A client andserver are generally remote from each other and typically interactthrough a communication network. The relationship of client and serverarises by virtue of computer programs running on the respectivecomputers and having a client-server relationship to each other.

A number of embodiments have been described. Nevertheless, it will beunderstood that various modifications may be made without departing fromthe spirit and scope of the invention. In addition, the logic flowsdepicted in the figures do not require the particular order shown, orsequential order, to achieve desirable results. In addition, other stepsmay be provided, or steps may be eliminated, from the described flows,and other components may be added to, or removed from, the describedsystems.

What is claimed is:
 1. A method comprising: obtaining, by a serversystem, maintenance history data indicating prior maintenance operationsperformed at a property, wherein the maintenance history data specifies,for each of the prior maintenance operations, a respective service topicand a respective request type; generating, by the server system, a modelconfigured to apply one or more natural language processing techniquesto predict, from among the service topics and the request typesspecified by the maintenance history data, likely service topics andlikely request types for future service requests to be associated withthe property; obtaining, by the server system, a service request from acomputing device associated with the property, wherein the servicerequest is obtained during a time when maintenance personnel is notavailable to respond to the service request; using, by the serversystem, the model to identify a service topic and a request type likelyto be associated with the service request; selecting, by the serversystem and from among a collection of electronic content, a subset ofelectronic content corresponding to the service topic and request typelikely to be associated with the service request, wherein: thecollection of electronic content includes (i) multiple formats ofelectronic content associated with prior maintenance operationsperformed at the property, and each electronic content is indexed in thecollection of electronic content as being assigned to one or moreservice topics associated with the prior maintenance operations and oneor more request types for the requests submitted with the priormaintenance operations; providing, by the server system and for outputto the computing device, a communication that, when received by thecomputing device, causes the computing device to display the subset ofelectronic content; and updating, by the server system, the maintenancehistory data to include the service topic and the request type likely tobe associated with the service request.
 2. The method of claim 1,wherein: the service request indicates maintenance for a particularappliance located within the property; and the subset of electroniccontent comprises a tutorial video for performing the maintenance on theparticular appliance.
 3. The method of claim 1, wherein: the collectionof electronic content comprises content that is predetermined to beassociated with service requests previously received for one or moreproperties of a same property type as the property.
 4. The method ofclaim 1, wherein applying the trained linguistic model to identify theservice topic and the request type likely to be associated with theservice request comprises: identifying a set of terms included withinthe service request; determining that the set of terms includes one ormore terms corresponding to a particular service topic; and determiningthat the set of terms includes one or terms that identify a particularrequest type.
 5. The method of claim 4, wherein: the one or more termscorresponding to the particular service topic identify a particularappliance within the property; and the one or more terms identifying theparticular request type identify a type of maintenance to be performedon the particular appliance.
 6. The method of claim 1, wherein: theservice request is received by the server system through propertymanagement software; and the subset of electronic content is selectedfrom among a collection of content stored within the property managementsoftware.
 7. The method of claim 6, wherein: the communication comprisesa text message provided to the computing device; and the text messageincludes a hyperlink to a web location of the subset of electroniccontent.
 8. The method of claim 1, wherein: the collection of electroniccontent is stored in a content database associated with the serversystem; and the content database is periodically updated to includeelectronic content that is identified as corresponding to servicerequests processed by the server system.
 9. The method of claim 8,wherein the content database stores electronic content that isclassified and indexed within the collection of electronic contentaccording to a set of property attributes.
 10. The method of claim 9,wherein the set of property attributes comprises at least one of a totaloccupancy of a property, an age associated with the property, or arental or listing prices of the property.
 11. A system comprising: oneor more computers; and one or more storage devices storing instructionsthat, when executed by the one or more computers, cause the one or morecomputers to perform operations comprising: obtaining, by a serversystem, maintenance history data indicating prior maintenance operationsperformed at a property, wherein the maintenance history data specifies,for each of the prior maintenance operations, a respective service topicand a respective request type; generating, by the server system, a modelconfigured to apply one or more natural language processing techniquesto predict, from among the service topics and the request typesspecified by the maintenance history data, likely service topics andlikely request types for future service requests to be associated withthe property; obtaining, by the server system, a service request from acomputing device associated with the property, wherein the servicerequest is obtained during a time when maintenance personnel is notavailable to respond to the service request; using, by the serversystem, the model to identify a service topic and a request type likelyto be associated with the service request; selecting, by the serversystem and from among a collection of electronic content, a subset ofelectronic content corresponding to the service topic and request typelikely to be associated with the service request, wherein: thecollection of electronic content includes (i) multiple formats ofelectronic content associated with prior maintenance operationsperformed at the property, and each electronic content is indexed in thecollection of electronic content as being assigned to one or moreservice topics associated with the prior maintenance operations and oneor more request types for the requests submitted with the priormaintenance operations; providing, by the server system and for outputto the computing device, a communication that, when received by thecomputing device, causes the computing device to display the subset ofelectronic content; and updating, by the server system, the maintenancehistory data to include the service topic and the request type likely tobe associated with the service request.
 12. The system of claim 11,wherein: the service request indicates maintenance for a particularappliance located within the property; and the subset of electroniccontent comprises a tutorial video for performing the maintenance on theparticular appliance.
 13. The system of claim 11, wherein: thecollection of electronic content comprises content that is predeterminedto be associated with service requests previously received for one ormore properties of a same property type as the property.
 14. The systemof claim 11, wherein applying the trained linguistic model to identifythe service topic and the request type likely to be associated with theservice request comprises: identifying a set of terms included withinthe service request; determining that the set of terms includes one ormore terms corresponding to a particular service topic; and determiningthat the set of terms includes one or terms that identify a particularrequest type.
 15. A non-transitory computer-readable storage deviceencoded with computer program instructions that, when executed by one ormore computers, cause the one or more computers to perform operationscomprising: obtaining, by a server system, maintenance history dataindicating prior maintenance operations performed at a property, whereinthe maintenance history data specifies, for each of the priormaintenance operations, a respective service topic and a respectiverequest type; generating, by the server system, a model configured toapply one or more natural language processing techniques to predict,from among the service topics and the request types specified by themaintenance history data, likely service topics and likely request typesfor future service requests to be associated with the property;obtaining, by the server system, a service request from a computingdevice associated with the property, wherein the service request isobtained during a time when maintenance personnel is not available torespond to the service request; using, by the server system, the modelto identify a service topic and a request type likely to be associatedwith the service request; selecting, by the server system and from amonga collection of electronic content, a subset of electronic contentcorresponding to the service topic and request type likely to beassociated with the service request, wherein: the collection ofelectronic content includes (i) multiple formats of electronic contentassociated with prior maintenance operations performed at the property,and each electronic content is indexed in the collection of electroniccontent as being assigned to one or more service topics associated withthe prior maintenance operations and one or more request types for therequests submitted with the prior maintenance operations; providing, bythe server system and for output to the computing device, acommunication that, when received by the computing device, causes thecomputing device to display the subset of electronic content; andupdating, by the server system, the maintenance history data to includethe service topic and the request type likely to be associated with theservice request.
 16. The device of claim 15, wherein: the servicerequest indicates maintenance for a particular appliance located withinthe property; and the subset of electronic content comprises a tutorialvideo for performing the maintenance on the particular appliance. 17.The device of claim 15, wherein: the collection of electronic contentcomprises content that is predetermined to be associated with servicerequests previously received for one or more properties of a sameproperty type as the property.
 18. The device of claim 15, whereinapplying the trained linguistic model to identify the service topic andthe request type likely to be associated with the service requestcomprises: identifying a set of terms included within the servicerequest; determining that the set of terms includes one or more termscorresponding to a particular service topic; and determining that theset of terms includes one or terms that identify a particular requesttype.
 19. The device of claim 18, wherein: the one or more termscorresponding to the particular service topic identify a particularappliance within the property; and the one or more terms identifying theparticular request type identify a type of maintenance to be performedon the particular appliance.